About 211
Pennsylvania 211 East is a free, confidential, non-emergency, comprehensive information and referral service that connects Berks, Carbon, Lancaster, Lebanon, Lehigh, Northampton, and Schuylkill County residents with the health and human services they need.
About the Position
Provide hands-on, community-based services to remove barriers to seeking assistance. This position is responsible for answering incoming calls, walk-ins, chat and text platforms, in addition to collecting client information and demographics. An emphasis on quality customer service skills and accurate data recording is essential. This position requires the person to be fluent in Spanish and English.
PRIMARY JOB RESPONSIBILITIES:
- Provide short -term case management services to identify needs and help to stabilize families.
- Respond to client concerns via inbound phone calls and/or walk-ins, with an appropriate tone of voice, paying close attention to voice inflection and volume.
- Maintain a non-judgmental attitude when speaking with callers, displaying sensitivity to all cultural backgrounds.
- Assessing caller needs and facilitating appropriate referrals for families and individuals seeking health and human service information.
- Accessing the 2-1-1 database for resources and appropriately refer callers.
- Demonstrate proficiency in using call center software, computer hardware and telephone equipment.
- Assist with general 211 calls as assigned.
- Provide application assistance for financial assistance and supplemental programs, i.e. SNAP, LIHEAP
- Proficient in use of Text and Chat
SKILLS REQUIRED:
- Degree in Social Services or equivalent experience in case management a must
- Ability to communicate fluently Bilingual Spanish/English a must
- Excellent communication and listening skills, empathetic and calm demeanor
- Ability to actively assess client needs and show sensitivity to issue presented by callers
- Ability to communicate orally and in writing
- Ability to work well within a team environment and independently
- Ability to work in a fast-paced environment while maintaining attention to detail
- Demonstrated knowledge of Microsoft Office basics (Excel, Word, Outlook)
- Ability to effectively use technology including multiple software applications, text, chat and headset.
TRAVEL:
This position will travel between several locations in Lancaster. Reliable transportation is required.
How to apply:
Please submit a resume to btice@uwlanc.org
All United Way of Lancaster County employees are employed at will.
United Way of Lancaster County is an Equal Opportunity Employer committed to diversity in the workplace.
